Patient Access Representative Senior - Emergency Department

Greet Patients/Answer Telephone

Provides exceptional customer service by welcoming patients and visitors in a friendly, professional, and respectful manner. Ensures individuals are respected and informed, communicating clearly and effectively, and utilizing appropriate language resources as needed. Assists with traffic flow in and out of the clinic as needed. Addresses patient needs promptly, and maintains a courteous, professional tone at all times. Serves as an esalation and support team member for the Patient Access Reprentative Team.

Co-payment Collection & Registration Data

Collects all patient co-payments and deposits accurately per payer, following department guidelines. Verifies and updates registration data, including demographic and insurance information. Copies and records insurance information per department standards. Follows department policies for cash handling, including cash reconciliation and deposit preparation.

Referral Management

Verifies insurance Verifies insurance coverage and understands requirements for HMO, managed care, government and private plans. Secures required referrals/authorizations and links them correctly in the referral module. Obtains needed referrals and authorizations before scheduled procedures, tests, injections and surgeries. Demonstrates an advanced knowledge of understanding HMO/managed care requirements and clearly communicates them to patients and providers. Provides pre-payment guidance for self-pay patients and offers financial assistance. Prepares cost estimates, explains payment expectations and documents all interactions in the patient account.

Appointment Scheduling, Lab & Test Order Entry
Correctly schedules clinic appointments through the medical records software/communication platform. Transcribes physician orders accurately and completely (i.e. lab test, ancillary test) and records them in the appropriate system(s) according to the physician's instructions and VCUHS policy. Coordinates the collection of pre-operative testing and paperwork, where appropriate.

Patient Record/Verify Registration Data
Maintains proficiency in all aspects of patient medical record keeping in an organized manner. Assists in preparation of the chart before the patient visits. If applicable, assists in breaking down the chart at the completion of the patient's visit. Ensures that all patients arrived in the appointment scheduling system before the end of the appointment day. Where appropriate, appointments are documented as "no-shows" or cancellations before the end of the appointment day. Obtains signatures and completes the required forms including those from managed care and other insurance plans.

E-Documents, Management and Scanning
Obtains and scans all appropriate patient medical documentation.

Training & Development

Supports in the coaching, development and training of new PAR employees.

Miscellaneous Responsibilities

Notifies supervisor of issues involving violation of VCUHS policies or procedures.Performs other duties as assigned and/or participates in special projects to support the mission of VCUHS and department.

Patient Population: N/A

Employment Qualifications

Education Required:High School Diploma or equivalent